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Port e-Transformation, customer satisfaction and competitiveness

Author

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  • Sang-Yoon Lee
  • Jose L. Tongzon
  • Yonghee Kim

Abstract

e-Transformation in container ports means port organization-wide innovative transformation encompassing internal and external value chains based on information and communication technology. There is a considerable theoretical literature on the impact of e-Transformation on business performance, but there is very little empirical study on its effectiveness in ports. The objective of this paper is to empirically investigate how e-Transformation in container port management can influence customer satisfaction and port competitiveness. The findings reveal that e-Transformation in container ports can affect customer satisfaction and port competitiveness through e-Workplace, customer relationship management and security, implying that container ports should make every effort to focus on e-transformation in these critical areas. Due to limited empirical studies in this area, the findings have provided an empirical support for the importance of e-Transformation in container terminal management and shed more light on how e-Transformation can affect customer satisfaction and port competitiveness.

Suggested Citation

  • Sang-Yoon Lee & Jose L. Tongzon & Yonghee Kim, 2016. "Port e-Transformation, customer satisfaction and competitiveness," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(5), pages 630-643, July.
    • Handle: RePEc:taf:marpmg:v:43:y:2016:i:5:p:630-643
    DOI: 10.1080/03088839.2015.1105394
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    Cited by:

    1. Shahrzad Nikghadam & Kim F. Molkenboer & Lori Tavasszy & Jafar Rezaei, 2023. "Information sharing to mitigate delays in port: the case of the Port of Rotterdam," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 25(3), pages 576-601, September.
    2. Sphiwe Eugene Mthembu & Mihalis Georgiou Chasomeris, 2022. "A systems approach to developing a port community system for South Africa," Journal of Shipping and Trade, Springer, vol. 7(1), pages 1-24, December.

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